Client Support Engineer

Company Overview

Krista is a cutting-edge AI-driven SaaS platform revolutionizing the way businesses automate workflows, streamline operations, and deliver exceptional Client experiences. We enable organizations to leverage the power of AI without needing extensive technical expertise. At Krista, we value innovation, collaboration, and a relentless focus on Client success.

Role Overview

The Client Support Engineer plays a vital role in ensuring seamless adoption and ongoing satisfaction with the Krista platform. This role serves as the primary link between Clients and our technology, troubleshooting issues, providing expert product guidance, and ensuring Client success.

The Client Support Engineer combines technical troubleshooting, product expertise, and Client advocacy, working closely with engineering, product, and success teams to deliver timely solutions and continuous improvements.

Key Responsibilities

Client Support & Troubleshooting

• Respond to client inquiries via email, chat, or phone with timely, accurate solutions.
• Diagnose and resolve technical issues by identifying root causes and collaborating with engineering teams as needed.
• Track, manage, and resolve issues using internal tools and JIRA.

Product Expertise & Enablement

• Develop deep knowledge of the Krista platform and guide clients on best practices.
• Support onboarding of new clients, including setup, configuration, and initial usage.
• Create and maintain self-service resources such as knowledge base articles, FAQs, and user guides.

Client Advocacy & Continuous Improvement

• Act as the voice of the client by sharing feedback with product, engineering, and sales teams.
• Track and report on key support metrics to identify trends and opportunities for improvement.
• Contribute to product and process enhancements that improve client outcomes.

Required Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• 2+ years of experience in client support, technical support, or a related role (SaaS or tech environment preferred).
• Strong problem-solving skills with a proactive and resourceful approach to troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Familiarity with CRM and support tools such as Zendesk, Salesforce, or ServiceNow.
• Proficiency in JIRA for task and project management.
• Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Legally authorized to work in the United States.

Preferred Qualifications (Nice to Have)

• Basic understanding of APIs, cloud technologies, or scripting languages (e.g., Python, JavaScript).
• Exposure to AI-driven solutions, workflow automation platforms, and large language models (LLMs).
• Background in consulting or advisory roles with mid-market or enterprise clients.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth in a dynamic AI-driven industry.
• A mission-driven culture focused on client success.
• Flexible work arrangements, including remote options.